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Submitting and tracking CRM Support tickets

Chris Horroll
Chris Horroll
  • Updated

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Should you have a support query and need to submit a support ticket, you can do this from within the CRM, or, from the Help Centre. Whichever route you choose, please provide as much detailed information as possible, along with screenshots relevant to your query.

Any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and when it was last worked on.

Contacting Support via the CRM and the Help Centre

CRM support is available from 9am-5:30pm Monday-Friday. Don’t worry if you message outside of these hours, our chatbot will create a Support ticket for you that our team will pick up as soon as they are available.

If chatting isn’t your thing, you can get in contact by Phone : +44 (0)208 088 2311.

Via the CRM

  1. The quickest way to reach our team is by using our chat function. To do this, click the chat icon in the bottom corner
  2. Our clever CRM Bot will ask you a few questions to narrow down your query, then pass you along to our human helpers!

Via the Help Centre

  1. The Help Centre can be accessed directly using the following link: https://support.yourkeys.com/hc/en-gb/. You can bookmark this link as the Help Centre is open to all and not restricted to login
  2. At the top right of every page, and at the bottom of every Help Centre article, there is an option to Submit a request. Click Submit a request 
  3. Enter Your email address, and from the dropdown menu, select what you want help with from the list
  4. From the dropdown menu, select the relevant section you require help with. You may be asked to supply additional information
  5. Enter a Subject for your request, then a detailed Description
    (The more information you initially provide, the quicker we can resolve your query)
  6. Enter Your name, Company name and development Name
  7. Add any supporting Attachments (i.e. screenshots) that are relevant
  8. Click Submit

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The ticket will go straight to the Support team, and an agent experienced in that area of the CRM will fully investigate your query before getting back to you.

Tracking your Support tickets

Once your ticket has been submitted, you'll receive an email inviting you to register for a Help Centre account, and to Create a password.

By doing so, any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and Last activity, i.e. when it was last worked on by a member of the Support team.

 Note

Prior to October 2023, if you've submitted a ticket request, an account will have already been created for you using your supplied email address. As such, from October 2023, you won't receive a registration email and a prompt to create a password. 

Therefore, in order to view and track your support tickets via Requests, we advise that you contact Support so they can send you a password reset email for your Help Centre account

Once the ticket is logged and you are logged into your Help Centre account:

  1. Click Your Name in the upper right corner of the Help Centre
  2. In the dropdown menu, click Requests
    Request help centre.png
  3. On the My requests tab, a list of all the tickets you've submitted will be displayed.
    You can view when the ticket was Created, when the Last activity was (when it was last worked on by a member of the Support team), and the ticket Status (Open/Solved).
    You can click the Subject of a ticket to open it in full
  4. With the ticket fully opened, you can view all details submitted so far, supply additional information, or respond to any questions raised by the Support team